ComplaintsforFenix Pest Control

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sales person came to front door and offered peat control services. Discussed prices for $100/service, wrote down some of my info on his iPad and had me sign the bottom- thinking I was agreeing to the info being correct. Little did I know I had signed a 12 month contact for services. First service in may went fine and I paid the expected $100 charge. July 3rd- I recieve a bill for $50- no services rendered. I call and she said my plan is that I pay quarterly and get services 4 times yearly. I told her I didn’t want to pay for services that weren’t rendered and didn’t want to continue services with them. She said I’m they will cancel me today but I owe the $50 PLUS a $175 cancelation fee. No where on the contract does it say there is a fee or no way to cancel. I was never given any of the payment, or contract info upfront and feel I was tricked into signing. Now they plan to report me to the credit agencies for delinquent payment. I have no idea what to do!

  Business response

  07/31/2024

  Good afternoon, 

  Looking at the notes, we have already switched your account to the semi-annual agreement in order to not pay the cancel fee on the original agreement. There does show a payment via the customer portal for $225, leaving the account with a $175 credit. That credit would pay for the next semi-annual service scheduled in October, as well as partially for the March 2025 service. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 1/2/24 at 9:29 am I was notified that they intended to treat my home on 1/3/24. At 3:16pm on 1/2/24 I sent an email to cancel my service for 1/3/24. I also called the following morning at 7:07 am and left a message to cancel service that day. At 12:51 pm, I was notified via email that they had completed service on my home without my consent despite my cancellation. Their statement is I can’t cancel the contract without 30 day written notice. I should still be able to reschedule and at least determine WHEN service is completed. After reviewing video surveillance of the “service”, it was not adequate as it only involved the tech “dusting” something in an aerosol can into my outdoor outlets, no other spraying or items mentioned in their service contract as included. Attached are my email cancellation request, with their reply, my record of phone call when a cancellation message was left, and their return call that I missed-after service was already done. I am also curious how this business is able to use non-profit postage as seen in my photo of their billing statement.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fenix pest control was going door to door to offer pest control services 2023. I never received a contract itemizing how many services were agreed to or that there was a $160 cancellation fee. I stopped accepting services and put them on hold as I felt services were not needed nor at the time were they preventing ants in my home. My husband reached out to cancel and then was told about a contract and cancelation fee. I tried to call and left a message, my call was not returned nor was I emailed. I feel I shouldn’t have to pay cancellation fee as the door to door salesman said I could try it and cancel at any time no trouble. There was no contract given I had nothing to read over and review. Services provided were not beneficial and we sprayed for ants ourselves and solved the problem.

  Business response

  03/25/2024

  Hello, ********** 

  We are very sorry you feel this way. We do provide our service agreements to all of our customers on the portal and you do have access to that at any time. I do apologize that you feel like you had never receive it but I have attached the agreement here. All of our agreements are for 12-months and if that agreement was not fulfilled we would need to charge a cancelation fee. We treat all of our customers the same and what we do for one we do for all and must follow what we have in the agreement itself. I do have on file that we attempted to call twice and left a voicemail on 02/28/2024 but had no luck reaching anyone. With Ants our products do work a little differently, our products treat the ants and do not kill on contact, the product is designed to stay on the ants themselves so they take it back to their home and kill the whole colony. I see that we only did 3 services with us and we do kindly ask that you give us time to take care of the problem. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been telling them I want to cancel my agreement and they keep telling me Thai I have to pay a $*** cancellation fee and that if i get just one more service I won’t have to pay any more. I agree and pay for another service but then they start all over again as if I hadn’t cancelled. I no longer want this service. I have paid for everything and want no more. Very scammy and they keep threatening to charge a cancellation fee and don’t allow me to cancel.

  Business response

  06/22/2023

  Hello,

  Per the attached scanned documentation we've provided, please know that the signed agreement is for an initial period of 12 months (365 days), to where the customer needs to fulfill that portion of the contract of being an active customer. We do ask for a 30 day written cancellation & require that before proceeding with the cancellation of services for our customers. If they have not fulfilled that end of requesting cancellation, we cannot process them until that is received. Per the attached email conversations with the customer, we requested her to send that written cancellation (30 day notice of cancellation) as the agreement doesn't expire until that is received. We have requested over and over again for this to be sent in, otherwise a cancellation fee would be assessed if the agreement is not fulfilled and contract is voided before then. 
  
  In this instance, Julie did not fulfill the entirety of the 12 month contract (365 days), hence, we've added and processed a cancellation fee as she was also an automated paying customer to where each charge is automated and processed the day of any charged services/fees. Julie did not request a cancellation in a written fashion until June 15, 2023. She requested a cancellation of one appointment prior to that, but not a request to cancel the services. If she would've taken the time to respond to one of our handfuls of calls that were placed to speak with her about it, it could've been facilitated and the issues wouldn't have been ongoing with the service & the agreement, as well as the charges associated. We've attached documentation and will be looking forward to a response.

  If anything further is needed with regards to this complaint, we'd be glad to provide all documentation & necessary proof -showing several instances of due diligence so this didn't happen. Yet, were never able to get Julie on the phone, so all forms of communication in the past 3-4 months has all been through the medium of email. 

  Respectfully,

  Fenix Pest Control

   

   

  Nick **** - Business Office Manager

  Fenix Pest Control - ***** ****** **

  ***** ********

• Initial Complaint

  06/16/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a one year service contract with Fenix pest control. The contract was signed on June 17, 2022 and specified 5 service date agreements: June, July, and October 2022, January and March 2023. The contract states it’s for 12 months and “after initial one be rendered until a written 30-day notice of cancellation is received.” After my last scheduled service was paid on May 5th, 2023 I wrote an official notice in an email to cancel my service and contract. Today (June 15, 2023) I got an email stating they would come on Monday June 19, 2023 for my next quarterly service. When I reached out with proof of my email canceling the contract, I was told that I cannot cancel the contract until 12 months after I signed the initial which would be June 17, 2023. After several emails trying to resolve this issue I called their office and was told the same information and that they would give me up to $** off and they will still have to complete a last treatment and charge me or charge me a cancellation fee. They will not let me stop the contract without paying for one of these. When I asked how I would even cancel a treatment that is scheduled by them on June 19, 2023 on June 17,2023 when there are only 2 days not 30 days like they require, I was told I am expected to pay for that service and there is no way out of it. I have a copy of all emails stating my notices and of my contract. I did not schedule the June 19, 2023 service, it was automatically scheduled by them.

  Business response

  06/22/2023

  Hello,

  
  After reviewing customer account and contact information; Fenix Pest Control has removed the cancellation fee that was assessed to Kelsie's account. Attached you will find the statement showing the account balance is $0.00 and is cancelled out. There will be no further services or charges on the account.
  
  I apologize, as this was something we've addressed internally to ensure we're aligning customer contact and communication with our policies and procedures set forth. With the service being requested by written cancellation on May 5, 2023 -as of June 17, 2023- she would've been cancelled per the agreement stipulations. So, I've gone in and cancelled the customer out and she has a $0.00 balance.

  Respectfully,

  
  Fenix Pest Control

   

  Nick **** - Business Office Manager

  Fenix Pest Control * ****** ********

  ***** ********

  Customer response

  06/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kelsie ******

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/29/22, account #**** I spoke to 2 different people in the office explaining my situation of carpenter bees inside my attic, and I was told it could be done. They told me the technician would go waist deep through the hole, and use a 30 foot pole to reach all areas of the attic with the pesticides. When the technician came, he said that they didn't treat the attic. I explained that someone from the office had already told me they do, then he agreed to do it. The attic entrance is in my bedroom closet. When entering the house he tracked dirt and grass the entire way to my room because he didn't wear booties inside, leaked pesticide all over my bed and on all my clothes on the right side of my closet. He also leaned against the closure of my attic and now part of it is crushed and cracked. I asked him to just please take care of the wasps nests outside of the house. I tried to call the office but a supervisor wasn't there. When I went outside, Simon (the technician) was gone, and he had left the wasps nests in my yard, no idea if he sprayed. He did't knock, ring my doorbell, or do anything to let me know he was finished and leaving. I called the office again and spoke with Nick and said that I would not owe anything and would have someone come to remove the nests from my yard. It was 9:45 at that time. I waited in my house until 1:30 pm, tried to call the office again and never received a call back, no one returned and finished the work. I cleaned up the nests myself. Received a letter to pay $*** afterwards, for what??? **** *** business. Now I have a collection on my credit report for a balance of $***? What exactly am I paying for? No one finished the work, Nick never returned my call and as far as I was told I would not have to pay anything, because really what would I be paying for, nest knocked down on my grass, that I had to dispose of myself, or the mess I had to clean up in my house, or the whole right side of my closet and bed that I had to launder?

  Business response

  05/19/2023

  Please note, this customer's scenario has been addressed & rectified by crediting the remaining portion of the service that was outstanding. We've notified the collections agency, as well, to ensure she's removed from that list & no further contact is made. She now has a $0 balance, and followed up with a message today asking if she has any questions/concerns to contact us here at our office phone number ***** ********.
  
  Thank you,

  Nick

  Fenix Pest Control

  Customer response

  05/23/2023

  As of today the collection agency has not been contacted and still shows that I have an outstanding balance. I have contacted Fenix pest control however Nick was unavailable but spoke with Tasha that assured me this has been taken care of and will contact Nick for an update.

  Business response

  05/24/2023

  Hello,

  This has been taken off the credit reporting aspect of her account with MFS. Please see attached screenshot of email corresponding to Elisa ****** complaint of having it still be reported. It was addressed as of 5/23/2023. The response time from the 3rd party collections company initiated my contact yesterday, as the rep that originally addresses our accounts -was out of the office. As of 5.23.2023 -she no longer will be contacted and her balance is $0.

  
  Thank you,

  
  Fenix Pest Control

  Nick

  ************

  Customer response

  05/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Elisa ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩